After-sales help
Request a Return or Refund
Find the details to include in a return or refund enquiry.
Start with an email
To request a change-of-mind return under our store policy, contact us within 7 days after receiving the product. The item must remain in a condition suitable for resale. For an issue with product quality, describe the problem so we can review it.
Send these details
- Your order number and the email used for the purchase.
- The product you want to return and the date it arrived.
- Whether the request concerns a quality issue, an incorrect or damaged item, or a change of mind.
- Relevant photos of the product, packaging, or issue, if available.
Return shipping
The customer pays return shipping for returns without a product quality issue. Coolnivo covers return shipping for confirmed product quality issues. Our team will provide the correct return instructions and address.
Before sending a parcel
Contact us before arranging the shipment so we can identify your request and provide the address. Keep your order reference with the return. We will explain the applicable return and refund steps for your case.
Read our Returns & Refund Policy and Warranty Policy.
These store policies do not limit mandatory consumer rights. Where applicable law provides a longer cancellation period, a legal guarantee, or additional remedies, those rights continue to apply.